Apparatus and method for managing a network

ABSTRACT

A system that incorporates teachings of the present disclosure may include, for example, a server having a controller to receive information from a set top box that is associated with an undesired condition being experienced by a user of the set top box where the information is inputted into the set top box by the user, determine a failure condition associated with the information, perform a first diagnostic process to isolate the failure condition between a network failure and a customer premises equipment (CPE) failure, and transmit correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure. Other embodiments are disclosed.

FIELD OF THE DISCLOSURE

The present disclosure relates generally to network communications and more specifically to an apparatus and method for managing a network.

BACKGROUND

Communication networks can be subject to various undesired conditions that can have an adverse impact on users, such as disabling connections. The cause of such undesired conditions can vary, including equipment failure. When users have problems with their communication services, they can call a technical support line. After an initial authentication, the user may wait on hold for the next available support person. Once connected to a support person, the support person will spend some time discussing the problem with the user. The support person may then perform diagnostic tests and queries on hardware and software affecting the user's communication services. The support person then attempts to solve any problems, or possibly escalate the problem to a more senior support person.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1-4 depict illustrative embodiments of communication systems that provide media services;

FIG. 5 depicts an illustrative embodiment of a portal interacting with at least one among the communication systems of FIGS. 1-4;

FIG. 6 depicts an illustrative embodiment of a communication device utilized in the communication systems of FIGS. 1-4;

FIG. 7 depicts an illustrative embodiment of a communication system that provides media services;

FIG. 8 depicts an illustrative embodiment of a method operating in portions of the communication systems of FIGS. 1-4 and 7; and

FIG. 9 is a diagrammatic representation of a machine in the form of a computer system within which a set of instructions, when executed, may cause the machine to perform any one or more of the methodologies discussed herein.

DETAILED DESCRIPTION

One embodiment of the present disclosure entails computer-readable storage medium, having computer instructions for receiving information from a set top box that is associated with an undesired condition being experienced by a user of the set top box, parsing the information, determining a failure condition associated with the parsed information, isolating the failure condition to one of a network failure and a customer premises equipment (CPE) failure, and transmitting correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure.

Another embodiment of the present disclosure entails a server having a controller to receive information from a set top box that is associated with an undesired condition being experienced by a user of the set top box, determine a failure condition associated with the information, isolate the failure condition to a customer premises equipment (CPE) failure, transmit correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure, and perform a diagnostic process on the CPE failure after presentation of a portion of the correction instructions.

Yet another embodiment of the present disclosure entails a server having a controller to receive information from a set top box that is associated with an undesired condition being experienced by a user of the set top box where the information is inputted into the set top box by the user, determine a failure condition associated with the information, perform a first diagnostic process to isolate the failure condition between a network failure and a customer premises equipment (CPE) failure, and transmit correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure.

Yet another embodiment of the present disclosure entails a set top box having a controller to receive information from a user of the set top box that is associated with an undesired condition being experienced by the user, transmit the information to a server, receive a first portion of correction instructions based on a failure condition associated with the information that is determined by the server to be isolated to a customer premises equipment (CPE) failure, present the first portion of the correction instructions, receive a second portion of correction instructions based on a diagnostic process performed by the server on the CPE failure after the presentation of the first portion of the correction instructions, and present the second portion of the correction instructions.

Yet another embodiment of the present disclosure entails a method including receiving information from a set top box that is associated with an undesired condition being experienced by a user of the set top box where the information is inputted into the set top box by the user, determining a failure condition associated with the information, performing a first diagnostic process to isolate the failure condition between a network failure and a customer premises equipment (CPE) failure, and transmitting correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure.

FIG. 1 depicts an illustrative embodiment of a first communication system 100 for delivering media content. The communication system 100 can represent an Internet Protocol Television (IPTV) broadcast media system. In a typical IPTV infrastructure, there is a super head-end office (SHO) with at least one super headend office server (SHS) which receives national media programs from satellite and/or media servers from service providers of multimedia broadcast channels. In the present context, media programs can represent audio content, moving image content such as videos, still image content, and/or combinations thereof. The SHS server forwards IP packets associated with the media content to video head-end servers (VHS) via a network of aggregation points such as video head-end offices (VHO) according to a common multicast communication method.

The VHS then distributes multimedia broadcast programs via an access network (e.g., a local area network (LAN)) to commercial and/or residential buildings 102 housing a gateway 104 (e.g., a residential gateway or RG). The access network can represent a bank of digital subscriber line access multiplexers (DSLAMs) located in a central office or a service area interface that provide broadband services over optical links or copper twisted pairs to buildings 102. The gateway 104 distributes broadcast signals to media processors 106 such as Set-Top Boxes (STBs) which in turn present broadcast selections to media devices 108 such as computers or television sets managed in some instances by a media controller 107 (e.g., an infrared or RF remote control). Unicast traffic can also be exchanged between the media processors 106 and subsystems of the IPTV media system for services such as video-on-demand (VoD). It will be appreciated by one of ordinary skill in the art that the media devices 108 and/or portable communication devices 116 shown in FIG. 1 can be an integral part of the media processor 106 and can be communicatively coupled to the gateway 104. In this particular embodiment, an integral device such as described can receive, respond, process and present multicast or unicast media content.

The IPTV media system can be coupled to one or more computing devices 130 a portion of which can operate as a web server for providing portal services over an Internet Service Provider (ISP) network 132 to fixed line media devices 108 or portable communication devices 116 by way of a wireless access point 117 providing Wireless Fidelity or WiFi services, or cellular communication services (e.g., GSM, CDMA, UMTS, WiMAX, etc.).

A satellite broadcast television system can be used in place of the IPTV media system. In this embodiment, signals transmitted by a satellite 115 can be intercepted by a satellite dish receiver 131 coupled to building 102 which conveys media signals to the media processors 106. The media receivers 106 can be equipped with a broadband port to the ISP network 132. Although not shown, the communication system 100 can also be combined or replaced with analog or digital broadcast distributions systems such as cable TV systems.

FIG. 2 depicts an illustrative embodiment of a second communication system 200 for delivering media content. Communication system 200 can be overlaid or operably coupled with communication system 100 as another representative embodiment of said communication system. The system 200 includes a distribution switch/router system 228 at a central office 218. The distribution switch/router system 228 receives video data via a multicast television stream 230 from a second distribution switch/router 234 at an intermediate office 220. The multicast television stream 230 includes Internet Protocol (IP) data packets addressed to a multicast IP address associated with a television channel. The distribution switch/router system 228 can cache data associated with each television channel received from the intermediate office 220.

The distribution switch/router system 228 also receives unicast data traffic from the intermediate office 220 via a unicast traffic stream 232. The unicast traffic stream 232 includes data packets related to devices located at a particular residence, such as the residence 202. For example, the unicast traffic stream 232 can include data traffic related to a digital subscriber line, a telephone line, another data connection, or any combination thereof. To illustrate, the unicast traffic stream 232 can communicate data packets to and from a telephone 212 associated with a subscriber at the residence 202. The telephone 212 can be a Voice over Internet Protocol (VoIP) telephone. To further illustrate, the unicast traffic stream 232 can communicate data packets to and from a personal computer 210 at the residence 202 via one or more data routers 208. In an additional illustration, the unicast traffic stream 232 can communicate data packets to and from a set-top box device, such as the set-top box devices 204, 206. The unicast traffic stream 232 can communicate data packets to and from the devices located at the residence 202 via one or more residential gateways 214 associated with the residence 202.

The distribution switch/router system 228 can send data to one or more access switch/router systems 226. The access switch/router system 226 can include or be included within a service area interface 216. In a particular embodiment, the access switch/router system 226 can include a DSLAM. The access switch/router system 226 can receive data from the distribution switch/router system 228 via a broadcast television (BTV) stream 222 and a plurality of unicast subscriber traffic streams 224. The BTV stream 222 can be used to communicate video data packets associated with a multicast stream.

For example, the BTV stream 222 can include a multicast virtual local area network (VLAN) connection between the distribution switch/router system 228 and the access switch/router system 226. Each of the plurality of subscriber traffic streams 224 can be used to communicate subscriber specific data packets. For example, the first subscriber traffic stream can communicate data related to a first subscriber, and the nth subscriber traffic stream can communicate data related to an nth subscriber. Each subscriber to the system 200 can be associated with a respective subscriber traffic stream 224. The subscriber traffic stream 224 can include a subscriber VLAN connection between the distribution switch/router system 228 and the access switch/router system 226 that is associated with a particular set-top box device 204, 206, a particular residence 202, a particular residential gateway 214, another device associated with a subscriber, or any combination thereof.

In an illustrative embodiment, a set-top box device, such as the set-top box device 204, receives a channel change command from an input device, such as a remoter control device. The channel change command can indicate selection of an IPTV channel. After receiving the channel change command, the set-top box device 204 generates channel selection data that indicates the selection of the IPTV channel. The set-top box device 204 can send the channel selection data to the access switch/router system 226 via the residential gateway 214. The channel selection data can include an Internet Group Management Protocol (IGMP) Join request. In an illustrative embodiment, the access switch/router system 226 can identify whether it is joined to a multicast group associated with the requested channel based on information in the IGMP Join request.

If the access switch/router system 226 is not joined to the multicast group associated with the requested channel, the access switch/router system 226 can generate a multicast stream request. The multicast stream request can be generated by modifying the received channel selection data. In an illustrative embodiment, the access switch/router system 226 can modify an IGMP Join request to produce a proxy IGMP Join request. The access switch/router system 226 can send the multicast stream request to the distribution switch/router system 228 via the BTV stream 222. In response to receiving the multicast stream request, the distribution switch/router system 228 can send a stream associated with the requested channel to the access switch/router system 226 via the BTV stream 222.

FIG. 3 depicts an illustrative embodiment of a third communication system 300 for delivering media content. Communication system 300 can be overlaid or operably coupled with communication systems 100-200 as another representative embodiment of said communication systems. As shown, the system 300 can include a client facing tier 302, an application tier 304, an acquisition tier 306, and an operations and management tier 308. Each tier 302, 304, 306, 308 is coupled to a private network 310, such as a network of common packet-switched routers and/or switches; to a public network 312, such as the Internet; or to both the private network 310 and the public network 312. For example, the client-facing tier 302 can be coupled to the private network 310. Further, the application tier 304 can be coupled to the private network 310 and to the public network 312. The acquisition tier 306 can also be coupled to the private network 310 and to the public network 312. Additionally, the operations and management tier 308 can be coupled to the public network 312.

As illustrated in FIG. 3, the various tiers 302, 304, 306, 308 communicate with each other via the private network 310 and the public network 312. For instance, the client-facing tier 302 can communicate with the application tier 304 and the acquisition tier 306 via the private network 310. The application tier 304 can communicate with the acquisition tier 306 via the private network 310. Further, the application tier 304 can communicate with the acquisition tier 306 and the operations and management tier 308 via the public network 312. Moreover, the acquisition tier 306 can communicate with the operations and management tier 308 via the public network 312. In a particular embodiment, elements of the application tier 304, including, but not limited to, a client gateway 350, can communicate directly with the client-facing tier 302.

The client-facing tier 302 can communicate with user equipment via an access network 366, such as an IPTV access network. In an illustrative embodiment, customer premises equipment (CPE) 314, 322 can be coupled to a local switch, router, or other device of the access network 366. The client-facing tier 302 can communicate with a first representative set-top box device 316 via the first CPE 314 and with a second representative set-top box device 324 via the second CPE 322. In a particular embodiment, the first representative set-top box device 316 and the first CPE 314 can be located at a first customer premise, and the second representative set-top box device 324 and the second CPE 322 can be located at a second customer premise.

In another particular embodiment, the first representative set-top box device 316 and the second representative set-top box device 324 can be located at a single customer premise, both coupled to one of the CPE 314, 322. The CPE 314, 322 can include routers, local area network devices, modems, such as digital subscriber line (DSL) modems, any other suitable devices for facilitating communication between a set-top box device and the access network 366, or any combination thereof.

In an illustrative embodiment, the client-facing tier 302 can be coupled to the CPE 314, 322 via fiber optic cables. In another illustrative embodiment, the CPE 314, 322 can include DSL modems that are coupled to one or more network nodes via twisted pairs, and the client-facing tier 302 can be coupled to the network nodes via fiber-optic cables. Each set-top box device 316, 324 can process data received via the access network 366, via a common IPTV software platform.

The first set-top box device 316 can be coupled to a first external display device, such as a first television monitor 318, and the second set-top box device 324 can be coupled to a second external display device, such as a second television monitor 326. Moreover, the first set-top box device 316 can communicate with a first remote control 320, and the second set-top box device 324 can communicate with a second remote control 328. The set-top box devices 316, 324 can include IPTV set-top box devices; video gaming devices or consoles that are adapted to receive IPTV content; personal computers or other computing devices that are adapted to emulate set-top box device functionalities; any other device adapted to receive IPTV content and transmit data to an IPTV system via an access network; or any combination thereof.

In an illustrative, non-limiting embodiment, each set-top box device 316, 324 can receive data, video, or any combination thereof, from the client-facing tier 302 via the access network 366 and render or display the data, video, or any combination thereof, at the display device 318, 326 to which it is coupled. In an illustrative embodiment, the set-top box devices 316, 324 can include tuners that receive and decode television programming signals or packet streams for transmission to the display devices 318, 326. Further, the set-top box devices 316, 324 can each include a STB processor 370 and a STB memory device 372 that is accessible to the STB processor 370. In one embodiment, a computer program, such as the STB computer program 374, can be embedded within the STB memory device 372.

In an illustrative embodiment, the client-facing tier 302 can include a client-facing tier (CFT) switch 330 that manages communication between the client-facing tier 302 and the access network 366 and between the client-facing tier 302 and the private network 310. As illustrated, the CFT switch 330 is coupled to one or more distribution servers, such as Distribution-servers (D-servers) 332, that store, format, encode, replicate, or otherwise manipulate or prepare video content for communication from the client-facing tier 302 to the set-top box devices 316, 324. The CFT switch 330 can also be coupled to a terminal server 334 that provides terminal devices with a point of connection to the IPTV system 300 via the client-facing tier 302.

In a particular embodiment, the CFT switch 330 can be coupled to a VoD server 336 that stores or provides VoD content imported by the IPTV system 300. Further, the CFT switch 330 is coupled to one or more video servers 380 that receive video content and transmit the content to the set-top boxes 316, 324 via the access network 366. The client-facing tier 302 may include a CPE management server 382 that manages communications to and from the CPE 314 and the CPE 322. For example, the CPE management server 382 may collect performance data associated with the set-top box devices 316, 324 from the CPE 314 or the CPE 322 and forward the collected performance data to a server associated with the operations and management tier 308.

In an illustrative embodiment, the client-facing tier 302 can communicate with a large number of set-top boxes, such as the representative set-top boxes 316, 324, over a wide geographic area, such as a metropolitan area, a viewing area, a statewide area, a regional area, a nationwide area or any other suitable geographic area, market area, or subscriber or customer group that can be supported by networking the client-facing tier 302 to numerous set-top box devices. In a particular embodiment, the CFT switch 330, or any portion thereof, can include a multicast router or switch that communicates with multiple set-top box devices via a multicast-enabled network.

As illustrated in FIG. 3, the application tier 304 can communicate with both the private network 310 and the public network 312. The application tier 304 can include a first application tier (APP) switch 338 and a second APP switch 340. In a particular embodiment, the first APP switch 338 can be coupled to the second APP switch 340. The first APP switch 338 can be coupled to an application server 342 and to an OSS/BSS gateway 344. In a particular embodiment, the application server 342 can provide applications to the set-top box devices 316, 324 via the access network 366, which enable the set-top box devices 316, 324 to provide functions, such as interactive program guides, video gaming, display, messaging, processing of VoD material and other IPTV content, etc. In an illustrative embodiment, the application server 342 can provide location information to the set-top box devices 316, 324. In a particular embodiment, the OSS/BSS gateway 344 includes operation systems and support (OSS) data, as well as billing systems and support (BSS) data. In one embodiment, the OSS/BSS gateway 344 can provide or restrict access to an OSS/BSS server 364 that stores operations and billing systems data.

The second APP switch 340 can be coupled to a domain controller 346 that provides Internet access, for example, to users at their computers 368 via the public network 312. For example, the domain controller 346 can provide remote Internet access to IPTV account information, e-mail, personalized Internet services, or other online services via the public network 312. In addition, the second APP switch 340 can be coupled to a subscriber and system store 348 that includes account information, such as account information that is associated with users who access the IPTV system 300 via the private network 310 or the public network 312. In an illustrative embodiment, the subscriber and system store 348 can store subscriber or customer data and create subscriber or customer profiles that are associated with IP addresses, stock-keeping unit (SKU) numbers, other identifiers, or any combination thereof, of corresponding set-top box devices 316, 324. In another illustrative embodiment, the subscriber and system store can store data associated with capabilities of set-top box devices associated with particular customers.

In a particular embodiment, the application tier 304 can include a client gateway 350 that communicates data directly to the client-facing tier 302. In this embodiment, the client gateway 350 can be coupled directly to the CFT switch 330. The client gateway 350 can provide user access to the private network 310 and the tiers coupled thereto. In an illustrative embodiment, the set-top box devices 316, 324 can access the IPTV system 300 via the access network 366, using information received from the client gateway 350. User devices can access the client gateway 350 via the access network 366, and the client gateway 350 can allow such devices to access the private network 310 once the devices are authenticated or verified. Similarly, the client gateway 350 can prevent unauthorized devices, such as hacker computers or stolen set-top box devices from accessing the private network 310, by denying access to these devices beyond the access network 366.

For example, when the first representative set-top box device 316 accesses the client-facing tier 302 via the access network 366, the client gateway 350 can verify subscriber information by communicating with the subscriber and system store 348 via the private network 310. Further, the client gateway 350 can verify biling information and status by communicating with the OSS/BSS gateway 344 via the private network 310. In one embodiment, the OSS/BSS gateway 344 can transmit a query via the public network 312 to the OSS/BSS server 364. After the client gateway 350 confirms subscriber and/or billing information, the client gateway 350 can allow the set-top box device 316 to access IPTV content and VoD content at the client-facing tier 302. If the client gateway 350 cannot verify subscriber information for the set-top box device 316, e.g., because it is connected to an unauthorized twisted pair, the client gateway 350 can block transmissions to and from the set-top box device 316 beyond the access network 366.

As indicated in FIG. 3, the acquisition tier 306 includes an acquisition tier (AQT) switch 352 that communicates with the private network 310. The AQT switch 352 can also communicate with the operations and management tier 308 via the public network 312. In a particular embodiment, the AQT switch 352 can be coupled to one or more live Acquisition-servers (A-servers) 354 that receive or acquire television content, movie content, advertisement content, other video content, or any combination thereof, from a broadcast service 356, such as a satellite acquisition system or satellite head-end office. In a particular embodiment, the live acquisition server 354 can transmit content to the AQT switch 352, and the AQT switch 352 can transmit the content to the CFT switch 330 via the private network 310.

In an illustrative embodiment, content can be transmitted to the D-servers 332, where it can be encoded, formatted, stored, replicated, or otherwise manipulated and prepared for communication from the video server(s) 380 to the set-top box devices 316, 324. The CFT switch 330 can receive content from the video server(s) 380 and communicate the content to the CPE 314, 322 via the access network 366. The set-top box devices 316, 324 can receive the content via the CPE 314, 322, and can transmit the content to the television monitors 318, 326. In an illustrative embodiment, video or audio portions of the content can be streamed to the set-top box devices 316, 324.

Further, the AQT switch 352 can be coupled to a video-on-demand importer server 358 that receives and stores television or movie content received at the acquisition tier 306 and communicates the stored content to the VoD server 336 at the client-facing tier 302 via the private network 310. Additionally, at the acquisition tier 306, the VoD importer server 358 can receive content from one or more VoD sources outside the IPTV system 300, such as movie studios and programmers of non-live content. The VoD importer server 358 can transmit the VoD content to the AQT switch 352, and the AQT switch 352, in turn, can communicate the material to the CFT switch 330 via the private network 310. The VoD content can be stored at one or more servers, such as the VoD server 336.

When users issue requests for VoD content via the set-top box devices 316, 324, the requests can be transmitted over the access network 366 to the VoD server 336, via the CFT switch 330. Upon receiving such requests, the VoD server 336 can retrieve the requested VoD content and transmit the content to the set-top box devices 316, 324 across the access network 366, via the CFT switch 330. The set-top box devices 316, 324 can transmit the VoD content to the television monitors 318, 326. In an illustrative embodiment, video or audio portions of VoD content can be streamed to the set-top box devices 316, 324.

FIG. 3 further illustrates that the operations and management tier 308 can include an operations and management tier (OMT) switch 360 that conducts communication between the operations and management tier 308 and the public network 312. In the embodiment illustrated by FIG. 3, the OMT switch 360 is coupled to a TV2 server 362. Additionally, the OMT switch 360 can be coupled to an OSS/BSS server 364 and to a simple network management protocol monitor 386 that monitors network devices within or coupled to the IPTV system 300. In a particular embodiment, the OMT switch 360 can communicate with the AQT switch 352 via the public network 312.

The OSS/BSS server 364 may include a cluster of servers, such as one or more CPE data collection servers that are adapted to request and store operations systems data, such as performance data from the set-top box devices 316, 324. In an illustrative embodiment, the CPE data collection servers may be adapted to analyze performance data to identify a condition of a physical component of a network path associated with a set-top box device, to predict a condition of a physical component of a network path associated with a set-top box device, or any combination thereof.

In an illustrative embodiment, the live acquisition server 354 can transmit content to the AQT switch 352, and the AQT switch 352, in turn, can transmit the content to the OMT switch 360 via the public network 312. In this embodiment, the OMT switch 360 can transmit the content to the TV2 server 362 for display to users accessing the user interface at the TV2 server 362. For example, a user can access the TV2 server 362 using a personal computer 368 coupled to the public network 312.

It should be apparent to one of ordinary skill in the art from the foregoing media communication system embodiments that other suitable media communication systems for distributing broadcast media content as well as peer-to-peer exchange of content can be applied to the present disclosure.

FIG. 4 depicts an illustrative embodiment of a communication system 400 employing an IP Multimedia Subsystem (IMS) network architecture. Communication system 400 can be overlaid or operably coupled with communication systems 100-300 as another representative embodiment of said communication systems.

The communication system 400 can comprise a Home Subscriber Server (HSS) 440, a tElephone NUmber Mapping (ENUM) server 430, and network elements of an IMS network 450. The IMS network 450 can be coupled to IMS compliant communication devices (CD) 401, 402 or a Public Switched Telephone Network (PSTN) CD 403 using a Media Gateway Control Function (MGCF) 420 that connects the call through a common PSTN network 460.

IMS CDs 401, 402 register with the IMS network 450 by contacting a Proxy Call Session Control Function (P-CSCF) which communicates with a corresponding Serving CSCF (S-CSCF) to register the CDs with an Authentication, Authorization and Accounting (AAA) supported by the HSS 440. To accomplish a communication session between CDs, an originating IMS CD 401 can submit a Session Initiation Protocol (SIP INVITE) message to an originating P-CSCF 404 which communicates with a corresponding originating S-CSCF 406. The originating S-CSCF 406 can submit the SIP INVITE message to an application server (AS) such as reference 410 that can provide a variety of services to IMS subscribers. For example, the application server 410 can be used to perform originating treatment functions on the calling party number received by the originating S-CSCF 406 in the SIP INVITE message.

Originating treatment functions can include determining whether the calling party number has international calling services, and/or is requesting special telephony features (e.g., *72 forward calls, *73 cancel call forwarding, *67 for caller ID blocking, and so on). Additionally, the originating S-CSCF 406 can submit queries to the ENUM system 430 to translate an E.164 telephone number to a SIP Uniform Resource Identifier (URI) if the targeted communication device is IMS compliant. If the targeted communication device is a PSTN device, the ENUM system 430 will respond with an unsuccessful address resolution and the S-CSCF 406 will forward the call to the MGCF 420 via a Breakout Gateway Control Function (BGCF) 419.

When the ENUM server 430 returns a SIP URI, the SIP URI is used by an Interrogating CSCF (I-CSCF) 407 to submit a query to the HSS 440 to identify a terminating S-CSCF 414 associated with a terminating IMS CD such as reference 402. Once identified, the I-CSCF 407 can submit the SIP INVITE to the terminating S-CSCF 414 which can call on an application server 411 similar to reference 410 to perform the originating treatment telephony functions described earlier. The terminating S-CSCF 414 can then identify a terminating P-CSCF 416 associated with the terminating CD 402. The P-CSCF 416 then signals the CD 402 to establish communications. The aforementioned process is symmetrical. Accordingly, the terms “originating” and “terminating” in FIG. 4 can be interchanged.

FIG. 5 depicts an illustrative embodiment of a portal 530. The portal 530 can be used for managing services of communication systems 100-400. The portal 530 can be accessed by a Uniform Resource Locator (URL) with a common Internet browser such as Microsoft's Internet Explorer using an Internet-capable communication device such as references 108, 116, or 210 of FIGS. 1-2. The portal 530 can be configured to access a media processor such as references 106, 204, 206, 316, and 324 of FIGS. 1-3 and services managed thereby such as a Digital Video Recorder (DVR), an Electronic Programming Guide (EPG), VoD catalog, a personal catalog stored in the STB (e.g., personal videos, pictures, audio recordings, etc.), and so on.

FIG. 6 depicts an exemplary embodiment of a communication device 600. Communication device 600 can be a representative portion of any of the aforementioned communication devices of FIGS. 1-4. The communication device 604 can comprise a wireline and/or wireless transceiver 602 (herein transceiver 602), a user interface (UI) 604, a power supply 614, and a controller 606 for managing operations thereof. The transceiver 602 can support short-range or long-range wireless access technologies such as a Bluetooth wireless access protocol, a Wireless Fidelity (WiFi) access protocol, a Digital Enhanced Cordless Telecommunications (DECT) wireless access protocol, cellular, software defined radio (SDR) and/or WiMAX technologies, just to mention a few. Cellular technologies can include, for example, CDMA-1X, UMTS/HSDPA, GSM/GPRS, TDMA/EDGE, EV/DO, and next generation technologies as they arise.

The transceiver 602 can also support common wireline access technologies such as circuit-switched wireline access technologies, packet-switched wireline access technologies, or combinations thereof. PSTN can represent one of the common circuit-switched wireline access technologies. Voice over Internet Protocol (VoIP), and IP data communications can represent some of the commonly available packet-switched wireline access technologies. The transceiver 602 can also be adapted to support IP Multimedia Subsystem (IMS) protocol for interfacing to an IMS network that can combine PSTN and VoIP communication technologies.

The UI 604 can include a depressible or touch-sensitive keypad 608 and a navigation mechanism such as a roller ball, joystick, and/or navigation disk for manipulating operations of the communication device 600. The UI 604 can further include a display 610 such as monochrome or color LCD (Liquid Crystal Display), OLED (Organic Light Emitting Diode) or other suitable display technology for conveying images to the end user of the communication device 600. In an embodiment where the display 610 is touch-sensitive, a portion or all of the keypad 608 can be presented by way of the display. The UI 604 can also include an audio system 612 that utilizes common audio technology for conveying low volume audio (e.g., audio heard only in the proximity of a human ear) and high volume audio (e.g., speakerphone for hands free operation). The audio system 612 can further include a microphone for receiving audible signals of an end user.

The power supply 614 can utilize common power management technologies such as replaceable and rechargeable batteries, supply regulation technologies, and charging system technologies for supplying energy to the components of the communication device 600 to facilitate long-range or short-range portable applications. The controller 606 can utilize computing technologies such as a microprocessor and/or digital signal processor (DSP) with associated storage memory such a Flash, ROM, RAM, SRAM, DRAM or other storage technologies.

FIG. 7 depicts an exemplary embodiment of a communication system 700 for delivering media content. The communication system 700 can represent an IPTV broadcast media system. Communication system 700 can be overlaid or operably coupled with communication systems 100-400 as another representative embodiment of said communication systems.

System 700 can include a network 705 for delivery of the media content between the provider equipment (e.g., located at the video head office) and the customer's equipment (e.g., a gateway 708, a display device 707, and a STB 706 located at a residence). A number of network devices 714, including DSLAM's, service routers and Ethernet switches, can be utilized for transporting the signals along the network 705. The network 705 can utilize a number of connection structures for providing a communication link between the network devices 714, including twisted pair lines, fiber lines and/or wireless connections.

System 700 can include a network management or monitoring system 710 operably connected to the network 705 and in communication with one or more of the network devices 714 therein. The management system 710 or portions thereof can be in communication with portions of the network 705 by way of wired and/or wireless links. The management system 710 can include a trouble diagnosis engine or module (TDM) 715, a trouble report engine or module (TRM) 720, customer records database 725, and a ticketing system or module 730, which are each in communication with a rule management engine or module 750 (RMM).

The ticketing module 730 can be in communication with one or more of customer care centers 775. It should be understood by one of ordinary skill in the art that the modules 715, 720, 730, and 750 and the database 725 can be separate components of the management system 710 or one or more of these components can be incorporated together. As will be discussed again later, the RMM 750 can be in communication with each of the modules 715, 720 and 730, and the database 725 in order to perform a number of functions, including receiving problem or trouble information from a customer (e.g., through a Trouble Shooting Channel using trouble codes or comments); generating and transmitting a trouble report such as using the TRM 720; invoking the RMM 750 to validate customer records and check authentication such as via database 725; notifying (e.g., via RMM 750) the customer care work center 775 that a trouble ticket is created and that diagnostics have begun (e.g., flag ticketing system 730 with status); sending an acknowledgement to the customer via TRM 720 and triggering a trouble diagnostic process; performing auto diagnosis using TDM 715; recording diagnostic results and trouble repair recommendations in the VHO from RMM 750 via TRM 720. Broadcasting results of trouble diagnostics to the customer's Trouble Shooting Channel from VHO.

It should be further understood by one of ordinary skill in the art that other configurations for communication between the management system 710 and the network 705 are also contemplated including a decentralized system and/or a master-slave arrangement between intermediary communication devices coupling the network 705 with the management system 710. One or more of the components of the management system 710, such as the TDM 715 and the TRM 720, can also be in wireless communication with the network 705.

FIG. 8 depicts an exemplary method 800 operating in portions of one or more of the communication systems 100-400 and 700. Method 800 has variants as depicted by the dashed lines. It would be apparent to an artisan with ordinary skill in the art that other embodiments not depicted in FIG. 8 are possible without departing from the scope of the claims described below.

Method 800 can begin with step 802 where the STB 706 receives information from a user associated with a trouble, problem or other undesired condition that is being experienced. The information can be provided to the STB using a number of techniques. For example, a user can go to a designated trouble shooting channel and enter trouble codes and/or comments, such as via a remote control. The graphical user interface (GUI) utilized by the channel for selecting and/or entering the information can vary, and can include drag and drop techniques, as well as graphical representations of various problems. The GUI can include selections for varying the input techniques, such as alternative language choices and graphical representation rather than or in addition to text choices.

In one embodiment, a parsing engine or the like can be applied to comments or other information that is provided by the user via the STB 706. The parsing engine can process the comments and determine a corresponding trouble code. In another embodiment, the parsing engine can present an explanation of the code to the user for confirmation that the code represents the trouble that the user is currently experiencing. The types of undesired conditions can vary, including no video on a single television; no video on all televisions; video freezing on a single television; video freezing on all televisions; fuzzy/static picture on a single television; fuzzy/static picture on all televisions picture flashes in and out; no picture in picture; no or intermittent service; picture flashes in and out; picture has blocks on it; picture is too bright or too dark; picture is weak or washed; wrong channel appears; can't select a channel; slow browse; no audio on a single television; no audio on all televisions; and/or low audio levels.

In step 804, the STB 706 can transmit the trouble data to the NMS 710 for processing. In one embodiment in step 806, the NMS 710 can perform a validation and authentication of the customer and the trouble data, such as using data from customer database 725. In another embodiment, the NMS 710 can perform a correlation of the reported trouble with other known failures, such as through comparison of known equipment failures, undesired conditions in the network area of the reported trouble and so forth.

In step 808, the RMM 750 can communicate with the ticketing system 730 for generation of a trouble ticket and for notification to the customer care work center 775 that a trouble ticket has been generated and that diagnostics have begun. The RMM 750 can also notify the user that the trouble ticket has been generated and that diagnostic procedures have begun. In step 810, the NMS 710 can begin the diagnostic procedures and attempt to isolate the trouble between either the network or the CPE. The types of undesired conditions that can be network isolated can vary and can include jitter; loss of packets; transmission delay; propagation delay; node delay; protocol delay; and/or gateway delay. The types of undesired conditions that can be CPE isolated can vary and can include television input setup (e.g., Video 1, Video 2, Video 3); television wiring changes; damaged television wiring; STB connectivity; HPNA adapter connectivity; RG connectivity; RG packet loss or corrupt packets; and/or television configuration issue.

In step 812, the NMS 710 can determine if the trouble is isolated to a network failure or other undesired condition. This can be performed using various techniques and devices, including remote testing devices. For example, the transport and last mile can be tested for failure, and an IP DSLAM port can be bounced if required. Other steps can also be taken including checking the gateway and STB status, verifying home network connectivity, and power cycling the gateway and/or STB if required. If the trouble is with the network then in step 814 the NMS 710 can notify the work center 775 for special handling and can notify the user of the results of the diagnostic procedure. In one embodiment, the user can be provided a schedule of repair and/or a description of the repair. In step 816, the work center 775 can dispatch the repair personnel, such as for replacement of a network element and so forth.

If on the other hand, the trouble is not isolated to the network, then in step 818 the NMS 710 can determine if the trouble is isolated to the CPE (e.g., gateway 708, STB 706 and so forth). If the trouble is not isolated to the CPE then method 700 can return to steps 814 and 816 for work center and customer notification and dispatch of repair personnel to the premises. The work center can be provided with the diagnostic results and repair instructions based on the diagnostic process of step 810.

If on the other hand the trouble is isolated to the CPE then in step 820 the NMS 710 can provide step-by-step instructions for correcting the trouble, such as configuring the wiring correctly, replacing damaged wiring, television compatibility adjustments and so forth. In one embodiment, the instructions can be provided through the trouble shooting channel, such as using a video to explain each step of the correction. In another embodiment, the instructions can be provided through a real-time video conference with correction personnel. In yet another embodiment, the correction instructions can be graphical representations of the steps of the correction procedure. As another example, the form of the corrective instructions can be based on a user profile.

Upon reviewing the aforementioned embodiments, it would be evident to an artisan with ordinary skill in the art that said embodiments can be modified, reduced, or enhanced without departing from the scope and spirit of the claims described below. For example, the step-by-step correction instructions can be interactive with the diagnostics being performed. For example, after the user has performed one or more of the corrective steps, the NMS 710 can perform another diagnostic procedure to confirm that the trouble has been resolved and that no other troubles or undesired conditions currently exist. In another embodiment, the NMS 710, STB 706 or other monitoring device can monitor for the corrective steps being taken by the user and can provide feedback. For instance, if the user makes an incorrect connection of wires, the user can be advised that he or she has not performed the instructed correction with respect to connecting the wires. The monitoring can be performed using a number of techniques, including determining the types if signals being transmitted from or received and a particular port or other connection interface. The present disclosure also contemplates the undesired condition information being inputted into the STB using other techniques. For example, the STB can record the trouble information as spoken by the user and voice recognition software along with a parsing information can be applied thereto for determining the failure condition associated with the information orally provided by the user.

Other suitable modifications can be applied to the present disclosure without departing from the scope of the claims below. Accordingly, the reader is directed to the claims section for a fuller understanding of the breadth and scope of the present disclosure.

FIG. 9 depicts an illustrative diagrammatic representation of a machine in the form of a computer system 900 within which a set of instructions, when executed, may cause the machine to perform any one or more of the methodologies discussed above. In some embodiments, the machine operates as a standalone device. In some embodiments, the machine may be connected (e.g., using a network) to other machines. In a networked deployment, the machine may operate in the capacity of a server or a client user machine in server-client user network environment, or as a peer machine in a peer-to-peer (or distributed) network environment.

The machine may comprise a server computer, a client user computer, a personal computer (PC), a tablet PC, a laptop computer, a desktop computer, a control system, a network router, switch or bridge, or any machine capable of executing a set of instructions (sequential or otherwise) that specify actions to be taken by that machine. It will be understood that a device of the present disclosure includes broadly any electronic device that provides voice, video or data communication. Further, while a single machine is illustrated, the term “machine” shall also be taken to include any collection of machines that individually or jointly execute a set (or multiple sets) of instructions to perform any one or more of the methodologies discussed herein.

The computer system 900 may include a processor 902 (e.g., a central processing unit (CPU), a graphics processing unit (GPU, or both), a main memory 904 and a static memory 906, which communicate with each other via a bus 908. The computer system 900 may further include a video display unit 910 (e.g., a liquid crystal display (LCD), a flat panel, a solid state display, or a cathode ray tube (CRT)). The computer system 900 may include an input device 912 (e.g., a keyboard), a cursor control device 914 (e.g., a mouse), a disk drive unit 916, a signal generation device 918 (e.g., a speaker or remote control) and a network interface device 920.

The disk drive unit 916 may include a computer-readable medium 922 on which is stored one or more sets of instructions (e.g., software 924) embodying any one or more of the methodologies or functions described herein, including those methods illustrated above. The instructions 924 may also reside, completely or at least partially, within the main memory 904, the static memory 906, and/or within the processor 902 during execution thereof by the computer system 900. The main memory 904 and the processor 902 also may constitute computer-readable media.

Dedicated hardware implementations including, but not limited to, application specific integrated circuits, programmable logic arrays and other hardware devices can likewise be constructed to implement the methods described herein. Applications that may include the apparatus and systems of various embodiments broadly include a variety of electronic and computer systems. Some embodiments implement functions in two or more specific interconnected hardware modules or devices with related control and data signals communicated between and through the modules, or as portions of an application-specific integrated circuit. Thus, the example system is applicable to software, firmware, and hardware implementations.

In accordance with various embodiments of the present disclosure, the methods described herein are intended for operation as software programs running on a computer processor. Furthermore, software implementations can include, but not limited to, distributed processing or component/object distributed processing, parallel processing, or virtual machine processing can also be constructed to implement the methods described herein.

The present disclosure contemplates a machine readable medium containing instructions 924, or that which receives and executes instructions 924 from a propagated signal so that a device connected to a network environment 926 can send or receive voice, video or data, and to communicate over the network 926 using the instructions 924. The instructions 924 may further be transmitted or received over a network 926 via the network interface device 920.

While the computer-readable medium 922 is shown in an example embodiment to be a single medium, the term “computer-readable medium” should be taken to include a single medium or multiple media (e.g., a centralized or distributed database, and/or associated caches and servers) that store the one or more sets of instructions. The term “computer-readable medium” shall also be taken to include any medium that is capable of storing, encoding or carrying a set of instructions for execution by the machine and that cause the machine to perform any one or more of the methodologies of the present disclosure.

The term “computer-readable medium” shall accordingly be taken to include, but not be limited to: solid-state memories such as a memory card or other package that houses one or more read-only (non-volatile) memories, random access memories, or other re-writable (volatile) memories; magneto-optical or optical medium such as a disk or tape; and/or a digital file attachment to e-mail or other self-contained information archive or set of archives is considered a distribution medium equivalent to a tangible storage medium. Accordingly, the disclosure is considered to include any one or more of a computer-readable medium or a distribution medium, as listed herein and including art-recognized equivalents and successor media, in which the software implementations herein are stored.

Although the present specification describes components and functions implemented in the embodiments with reference to particular standards and protocols, the disclosure is not limited to such standards and protocols. Each of the standards for Internet and other packet switched network transmission (e.g., TCP/IP, UDP/IP, HTML, HTTP) represent examples of the state of the art. Such standards are periodically superseded by faster or more efficient equivalents having essentially the same functions. Accordingly, replacement standards and protocols having the same functions are considered equivalents.

The illustrations of embodiments described herein are intended to provide a general understanding of the structure of various embodiments, and they are not intended to serve as a complete description of all the elements and features of apparatus and systems that might make use of the structures described herein. Many other embodiments will be apparent to those of skill in the art upon reviewing the above description. Other embodiments may be utilized and derived therefrom, such that structural and logical substitutions and changes may be made without departing from the scope of this disclosure. Figures are also merely representational and may not be drawn to scale. Certain proportions thereof may be exaggerated, while others may be minimized. Accordingly, the specification and drawings are to be regarded in an illustrative rather than a restrictive sense.

Such embodiments of the inventive subject matter may be referred to herein, individually and/or collectively, by the term “invention” merely for convenience and without intending to voluntarily limit the scope of this application to any single invention or inventive concept if more than one is in fact disclosed. Thus, although specific embodiments have been illustrated and described herein, it should be appreciated that any arrangement calculated to achieve the same purpose may be substituted for the specific embodiments shown. This disclosure is intended to cover any and all adaptations or variations of various embodiments. Combinations of the above embodiments, and other embodiments not specifically described herein, will be apparent to those of skill in the art upon reviewing the above description.

The Abstract of the Disclosure is provided to comply with 37 C.F.R. §1.72(b), requiring an abstract that will allow the reader to quickly ascertain the nature of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. In addition, in the foregoing Detailed Description, it can be seen that various features are grouped together in a single embodiment for the purpose of streamlining the disclosure. This method of disclosure is not to be interpreted as reflecting an intention that the claimed embodiments require more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive subject matter lies in less than all features of a single disclosed embodiment. Thus the following claims are hereby incorporated into the Detailed Description, with each claim standing on its own as a separately claimed subject matter. 

1. A computer-readable storage medium, comprising computer instructions for: receiving information from a set top box that is associated with an undesired condition being experienced by a user of the set top box; parsing the information; determining a failure condition associated with the parsed information; isolating the failure condition to one of a network failure and a customer premises equipment (CPE) failure; and transmitting correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure.
 2. The storage medium of claim 1, comprising computer instructions for performing a diagnostic process during the presentation of the correction instructions.
 3. The storage medium of claim 1, comprising computer instructions for receiving the information and presenting the correction instructions on a trouble shooting channel of the set top box.
 4. The storage medium of claim 1, wherein the correction instructions comprise a video conference with a repair person.
 5. The storage medium of claim 1, comprising computer instructions for monitoring for correction actions being performed by the user and adjusting the correction instructions based on the monitored correction actions.
 6. The storage medium of claim 1, comprising computer instructions for adjusting the correction instructions based on a user profile associated with the set top box.
 7. The storage medium of claim 6, wherein the adjustment to the correction instructions is at least one of using an alternative language and using graphical representations.
 8. A server comprising a controller to: receive information from a set top box that is associated with an undesired condition being experienced by a user of the set top box; determine a failure condition associated with the information; isolate the failure condition to a customer premises equipment (CPE) failure; transmit correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure; and perform a diagnostic process on the CPE failure after presentation of a portion of the correction instructions.
 9. The server of claim 8, wherein the controller is adapted to adjust the correction instructions based on results of the diagnostic process.
 10. The server of claim 8, wherein the information comprises text entered by the user, and wherein the controller is adapted to parse the text and determine the failure condition based on the parsed text.
 11. The server of claim 8, wherein the controller is adapted to monitor for correction actions being performed by the user and adjust the correction instructions based on the monitored correction actions.
 12. The server of claim 11, wherein the monitoring of the correction actions is based at least in part on correction information transmitted from the set top box to the server.
 13. The server of claim 8, wherein the controller is adapted to adjust the correction instructions based on a user profile associated with the set top box.
 14. The server of claim 8, wherein the receiving of the information and presenting of the correction instructions is over a trouble shooting channel of the set top box.
 15. A server comprising a controller to: receive information from a set top box that is associated with an undesired condition being experienced by a user of the set top box, the information being inputted into the set top box by the user; determine a failure condition associated with the information; perform a first diagnostic process to isolate the failure condition between a network failure and a customer premises equipment (CPE) failure; and transmit correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure.
 16. The server of claim 15, wherein the controller is adapted to: perform a second diagnostic process on the CPE failure after presentation of a portion of the correction instructions; and adjust the correction instructions based on results of the second diagnostic process.
 17. The server of claim 15, wherein the information comprises text entered by the user, and wherein the controller is adapted to parse the text and determine the failure condition based on the parsed text.
 18. The server of claim 15, wherein the controller is adapted to monitor for correction actions being performed by the user and adjust the correction instructions based on the monitored correction actions.
 19. The server of claim 15, wherein the controller is adapted to adjust the correction instructions based on a user profile associated with the set top box.
 20. A set top box comprising a controller to: receive information from a user of the set top box that is associated with an undesired condition being experienced by the user; transmit the information to a server; receive a first portion of correction instructions based on a failure condition associated with the information that is determined by the server to be isolated to a customer premises equipment (CPE) failure; present the first portion of the correction instructions; receive a second portion of correction instructions based on a diagnostic process performed by the server on the CPE failure after the presentation of the first portion of the correction instructions; and present the second portion of the correction instructions.
 21. The set top box of claim 20, wherein the controller is adapted to monitor for correction actions being performed by the user and transmit correction information to the server.
 22. The set top box of claim 20, wherein the information comprises text entered by the user, and wherein the text is parsed by the server to determine the failure condition.
 23. A method, comprising: receiving information from a set top box that is associated with an undesired condition being experienced by a user of the set top box, the information being inputted into the set top box by the user; determining a failure condition associated with the information; performing a first diagnostic process to isolate the failure condition between a network failure and a customer premises equipment (CPE) failure; and transmitting correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure.
 24. The method of claim 23, comprising: performing a second diagnostic process on the CPE failure after presentation of a portion of the correction instructions; and adjusting the correction instructions based on results of the second diagnostic process.
 25. The method of claim 24, wherein the information comprises text entered by the user, and further comprising: parsing the text; and determining the failure condition based on the parsed text. 